Improving productivity

Communication tools: VoIP and videoconferencing

Several tools exist that allow you to easily and for low or no cost, have virtual meetings with people located elsewhere, rather than speaking to them on the telephone or meeting face to face. Computers and the internet can now be used for voice calls or video conferencing, often without the need to pay normal telephone charges (although charges for internet services will apply).

Voice over internet protocol (VoIP)

VoIP applications and services allow you to make voice calls similar to a regular telephone call, with the key difference being that the call is transmitted over the internet. This is different to standard telephone calls which travel over telecommunication networks. This can mean that your business pays lower call costs when you use VoIP through your existing broadband, and can be particularly useful for international calls. Using VoIP applications can also reduce capital investment costs because VoIP is cheaper and easier to maintain when compared to traditional circuit-switched telephone systems.

You can download a VoIP application to your computer or networked handheld device and make calls through that application. Alternately, your ISP or other service provider may provide VoIP services.

The main challenge of VoIP is that it requires a reliable broadband connection between all participants to ensure good call quality. In addition, to ensure that you are able to use it effectively to contact customers, supporters, donors or others, you will need to set up a contact list. Setting up a contact list usually requires that you know a person’s IM address or other contact details to find them within the application and initiate a call. Finally, some VoIP applications may only allow you to contact another person via the online application, and not directly call the person’s landline or mobile phone. This also means that some VoIP services do not support emergency calls.

One of the most popular VoIP applications is Skype, which allows users to place free voice or videoconference calls to other Skype users over the internet, wherever they are. Skype also offers standard phone calls at a reduced price. In Australia, many telecommunications companies and internet service providers also offer VoIP services.

Videoconferencing

Videoconferencing services are becoming more widely available—they promote efficiency by significantly reducing travel time and costs. Increasingly, easy-to-use videoconferencing applications are becoming available that are easily installed and put to use. In addition to having a videoconferencing application, it is important for all participants in a conference to have high-speed broadband connections to ensure a smooth, real-time streaming video experience. Slow broadband speeds will result in a jerky and/or low quality video stream with constant interruptions.

Many instant messaging programs include a video chat capability. All you need to start an online video call is your networked computer, webcam and IM application. For example, an IM client such as Windows Live Messenger or Google Chat allows you to make a video call by clicking on a video icon. An invitation is then sent to your contact and you can start your video call as soon as the contact accepts the invitation. The benefit of using web-based video calling applications is that you can use them to talk to anyone else who has downloaded that application.

Another way to use videoconferencing within your organisation is to set up a dedicated videoconferencing system between specific locations. This may involve more technical expertise and time and capital investment. However, it may provide a dedicated link with more reliable service quality.

Web conferencing

Web conferencing is a convenient way to conduct presentations, training or support for your staff or between your staff and your clients, regardless of where everyone is located. Web conferencing refers to the combination of ‘screen share’ (in which both ends of the conferencing call can see the same screen) and voice. A presenter can talk to slides or screen images on their own computer and all other participants on the web conference can see and follow them. Some web conferencing programs can operate with an instant messaging program (using a chalkboard and chat). Examples of popular web conferencing solutions include Webex, Microsoft Office Live Meeting and Cisco Unified Meeting Place.